Unity Communications

BACKGROUND

Please describe your company and position.

 I am the Operations Manager of a breastfeeding product brand.

Describe what your company does in a single sentence.

We design and sell breast pumps, replacement parts, and bottle warmers in Australia and the US

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Unity Communications to accomplish?

• Support and manage our customer service activities

SOLUTION

How did you find Unity Communications?

Online Search

Why did you select Unity Communications over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Company values aligned

How many teammates from Unity Communications were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Unity Communications provides dedicated customer service support for our company’s operations. Their scope includes handling customer inquiries through email and chat channels, managing returns and complaints, and providing timely and empathetic assistance to ensure customer satisfaction.

Key deliverables include:

Recruitment and onboarding of suitable customer service agents aligned with our brand values
Daily management of email and chat support inquiries
Regular performance reporting and analysis through weekly meetings
Proactive suggestions for process improvements and quality enhancements
Timely escalation and resolution of customer issues
Maintaining consistent communication with our internal team to align on goals and expectations

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Effective resolution of customer issues with minimal escalations

Consistent improvement in customer satisfaction through timely and empathetic responses

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Unity  has managed the project well. They’ve been reliable with delivering tasks on time, and their team is always responsive to our needs. When we had issues, like with one of the agents not performing as expected, they handled it quickly and professionally to keep things running smoothly. Communication has been open and helpful, with regular check-ins that make it easy to stay aligned and keep improving together.

What was your primary form of communication with Unity Communications?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed me most is how friendly and genuinely human their team is. They truly care and work with us as partners.

Are there any areas for improvement or something Unity Communications could have done differently?

One area for improvement is continuing to refine the candidate search to better match our specific needs. We appreciate their ongoing efforts and commitment to finding the right fit.

BACKGROUND

Please describe your company and position.

I am the Director of Billing and Adminstration of Transitions Counseling and Consultation

Describe what your company does in a single sentence.

Mental health outpatient services including individaul and family counseling, group therapy and medication management.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Unity Communications to accomplish?

• Consistency with billing staff retainment and attendance
• Optimize billing task KPI performance

SOLUTION

How did you find Unity Communications?

• Online Search
• Referral

Why did you select Unity Communications over others?

• High ratings
• Pricing fit our budget

How many teammates from Unity Communications were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The Unity team manages all day to day billing tasks for the company frome coding services rendered and submitting claims to insurancew within 48 of date of serivce to processing patient patients on daily basis and managing AR according to weekly goals. Additionaly the team completes all credentialing applications and monitiors application follow up. Client communication is expected to be responded to within 24 hours via email, phone and direct messaging. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Consistency with claim processing and therefore revenue has significantly increased. Scalable increase in tasks as company rapidly expands due to consistency with KPI outcomes. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team has been curtious and diligent throughout the process and the numerous onboarding of new team members.  Our needs are addressed in a itmely manner. 

What was your primary form of communication with Unity Communications?

Virtual Meeting

What did you find most impressive or unique about this company?

The professionalism of the staff and the candidates that are selected for recruitment. All the personnel we have worked with are knowledgeable and incredibly friendly. 

Are there any areas for improvement or something Unity Communications could have done differently?

The hand off of the team lead that orignially led our account was not the smoothest transition and could have been more transparent and offered clearer lines of handoff responsibilities. Performance improvement plans for agents are often delayed and do not have a set process that allows for trackable change. 

BACKGROUND

Please describe your company and position.

I am the Customer Experience Manager of a consumer products company 

Describe what your company does in a single sentence.

We sell Indoor Hydroponic Gardens. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Unity Communications to accomplish?

• To help resolve customer inquiries

SOLUTION

How did you find Unity Communications?

Online Search

Why did you select Unity Communications over others?

Pricing fit our budget

How many teammates from Unity Communications were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Assist customers with order inquiries, such as cancellations, refunds, and replacements. To do this the team is in constant communication with our 3PLs in the USA and Canada.
• Investigate and Troubleshoot when electrical components in the gardens have stopped working. To do this they have to understand each electronic component. 
• Resolve issues with their Membership and account, which requires working with other platforms to resolve these issues.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our KPI's such as average handle time, SLA and first contact resolution improved a lot with the help of Unity Agents. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

I provided feedback always and they understood and improved as time went by. They have been very responsive and it's seen with how our KPI's improved.

What was your primary form of communication with Unity Communications?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I truly enjoyed how friendly and responsive our agents have been since their first day. It is a lot to learn and take every day. The agents always showed a willingness to learn. 

Are there any areas for improvement or something Unity Communications could have done differently?

I have concerns regarding the accuracy of the weekly quality evaluation reports. The consistently high scores, often in the 90s, do not align with the actual ticket quality I've observed. I believe the current sampling method is insufficient, potentially overlooking tickets requiring improvement. To ensure a more accurate representation of agent performance, we should explore alternative evaluation methods that provide a comprehensive view of ticket quality within Unity.

BACKGROUND

Please describe your company and position.

I am the Head of Product at a B2B SaaS company.

Describe what your company does in a single sentence.

We're a B2B SAAS software company focusing on building better workforces through various check-in solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Unity Communications to accomplish?

• Data Analysis and Management
• Support Inbox Management

SOLUTION

How did you find Unity Communications?

Online Search

Why did you select Unity Communications over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Unity Communications were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

We partnered with Unity to find someone that could help us manage our support inbox as well as assist in manual behind the scenes data manipulation and management.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We freed up a lot of time for our CS team to focus on high-value initiatives. We also streamlined some of our backend processes by giving those tasks to someone with the capacity to focus and make changes.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They are a very important asset to our company. Always delivering on time and asking the questions that need to be asked to make sure work is done in a timely and efficient manner. I am always communicated with any time there are changes and appreciate that I don't have to manage much on my end. Unity Communications takes care of everything and makes sure I stay informed.

What was your primary form of communication with Unity Communications?

Virtual Meeting

What did you find most impressive or unique about this company?

Culture fit. Unity has been extremely good at communicating throughout the entire process. Pricing is fair and there is peace of mind knowing their hires are being taken care of which in turn leads to a good culture fit within our company.

Are there any areas for improvement or something Unity Communications could have done differently?

none

BACKGROUND

Please describe your company and position.

I am the Product Manager of Centriq Technology, LLC

Describe what your company does in a single sentence.

Centriq is the home management app that puts everything you need to organize, troubleshoot, operate, and maintain your home – right at your fingertips.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Unity Communications to accomplish?

• Quickly Hire data processing analysts
• Manage the team for us

SOLUTION

How did you find Unity Communications?

Referral

Why did you select Unity Communications over others?

• Pricing fit our budget
• Referred to me
• Company values aligned

How many teammates from Unity Communications were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Hire and manage a team of data processing analysts.  

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Unity has delivered on their promise of a seamless outsourcing experience, making it easier for us to integrate external support into our workflows. Their professionalism, responsiveness, and expertise have reinforced our confidence in their ability to support our growing needs.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

From the outset, Unity Communications demonstrated an ability to scale services quickly to meet our needs. Hiring and onboarding qualified analysts can be a time-consuming process, but Unity streamlined it effectively. Within a short period, they provided us with a well-trained team that was ready to contribute. Their ability to handle recruitment, training, and ongoing management allowed us to focus our internal resources on core business functions.

What was your primary form of communication with Unity Communications?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

One of the standout aspects of working with Unity is their flexibility. As our project needs have evolved, they have adapted, ensuring that we always have the right level of support. Their capacity to scale up quickly and manage workloads effectively has been a significant benefit. Additionally, having team members available on weekends has given us increased operational efficiency.

Are there any areas for improvement or something Unity Communications could have done differently?

No.

BACKGROUND

Introduce your business and what you do there.

My organization is Pro Farm Manufacturing. I also have two other companies, and these companies import and distribute products from the US and China. We sell the products in chain stores in the US and China and supply some of the largest electrical contractors in western Canada. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Unity Communications?

I hired Unity Communications because I was looking for better accounting and bookkeeping solutions. 

SOLUTION

What was the scope of their involvement?

Unity Communications provides bookkeeping services for my company using QuickBooks. They’re familiar with Canadian tax laws and accounting practices.

What is the team composition?

I work with 1–2 teammates from Unity Communications, including Ivan (Bookkeeper). 

How did you come to work with Unity Communications?

I found Unity Communications on Google, and then I read some of their reviews on LinkedIn. I had an interview with Patrick (Founder & CEO) alongside his Philippine-based team. At the same time, I was looking into accounting firms based on their credentials and resumes. I chose Unity Communications because they were highly reputable. The team had done extremely better work than what I’d seen in Canada during my search for bookkeepers.

How much have you invested with them?

My monthly bill is $2,500. 

What is the status of this engagement?

I started working with Unity Communications in January 2023, and the engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Unity Communications does double the effectiveness and efficiency of the work for a fraction of its cost. Their bookkeeper’s work quality is better than anything I’ve found in Canada. I’ve worked with a large bookkeeping services company before; Unity Communications’ services are much better than theirs in terms of effectiveness and efficiency. 

How did Unity Communications perform from a project management standpoint?

They’re timely and responsive. On top of that, their services are more cost-effective than comparable Canadian companies. To communicate, we use email, WhatsApp, and Zoom.

What did you find most impressive about them?

Their efficiency level in Canadian accounting has surprised and impressed me the most. The team is up to speed in terms of local sales tax, income tax, and the Canadian tax authority. Overall, they’re highly knowledgeable in local tax laws and accounting principles.

Are there any areas they could improve?

Broadening the scope of their work would be great. They’re doing their job so well that they could be doing more. While they might be offering more and we’re just not using those services yet, I’d like to see them do more internet marketing. 

Do you have any advice for potential customers?

It’s best to speak with Patrick and their office manager in the Philippines to get their guidance. They know how to best serve your needs based on the people they have.

BACKGROUND

Please describe your company and position.

I am the Owner of an advertising & marketing company

Describe what your company does in a single sentence.

Online media company operating a local business marketplace in Illinois.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Unity Communications to accomplish?

• provide customer support assistance to our clients and prospects
• provide additional BPO resources to manage/ expand our local directory database

SOLUTION

How did you find Unity Communications?

• Online Search

Why did you select Unity Communications over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Unity Communications were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Over the years, we've come to rely on Unity Communications to provide us with robust support in handling customer service requests and enhancing our content production. Entrusting these critical responsibilities to Unity was one of the best decisions we have made, allowing us to constantly exceed expectations in our market space.

Unity Communications dedicates nine full-time Business Process Outsourcing (BPO) resources to our company. These professionals have seamlessly integrated into our workflow, making an impactful contribution in the following areas:

• Customer Support: Unity's team is responsible for managing all customer support requests, a task they execute with a rare blend of professionalism and warmth. They have not only helped us maintain but also significantly improved our customer satisfaction rates, expertly dealing with support tickets from both existing and prospective users.
• Content Production: We also hire 4 content production & copywriters from Unity, skillfully managing the creation and updating of business listings on our platform. Their research-driven approach ensures that the listings are not only accurate but also engaging, helping to draw in and retain users on our platform.

The Unity team has continually impressed us with their professional attitude and approach to their work. They display an impressive level of dedication, going above and beyond to meet deadlines and maintain high-quality standards. Their communication is always timely and clear, fostering a collaborative environment that is conducive to our mutual growth. The skill set that Unity's team brings to the table cannot be overstated.

Their top-notch handling of customer support inquiries reveals a deep understanding of our business model and user base. Meanwhile, their content production team displays a remarkable knack for crafting compelling, accurate, and SEO-friendly content that resonates with our target audience.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Improved NPS scores
• Increased customer satisfaction
• Better ability to handle customer support requests in a timely fashion
• Increase in new customer sign-ups

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Unity always delivers on time and on budget. We set specific measurable KPIs on a weekly basis. Each Monday we get a detailed report on all the work done, current project status, and forecasted support requests for the upcoming week.

What was your primary form of communication with Unity Communications?

• Virtual Meeting

What did you find most impressive or unique about this company?

Their ability to effortlessly balance dual responsibilities—maintaining excellent customer service while also producing high-quality content—demonstrates a level of skill and efficiency that sets them apart in the BPO sector. Their team not only integrates well with our existing operations but seems to actively elevate the standards, bringing a fresh perspective and innovation to the tasks at hand. 

Moreover, their proactive approach to understanding our business model and user base is a testament to their commitment to aligning with our company's vision and goals.

Are there any areas for improvement or something Unity Communications could have done differently?

none at this time.

BACKGROUND

Please describe your company and your position there.

I'm a team lead for a medical supplies online retailer.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

Our company is quickly growing, which meant that our team members needed to focus on business growth opportunities. We hired Unity to handle our order processing, prescription evaluation, customer communications through email and soon, live customer chat!

SOLUTION

How did you select this firm and what were the deciding factors?

Full disclosure, I had absolutely no input in selecting this vendor - but I'm glad they were chosen because they're GREAT!

Describe the project in detail and walk through their service package.

The team is responsible for processing incoming orders, evaluating prescriptions, following up on pending orders, replying to emails, and we're now transitioning some of the team to respond to our customers in our onsite live chat. Our Unity team works together to ensure all the orders are sent to the warehouse in a timely manner, daily.

How many resources from the vendor's team worked with you, and what were their positions?

Rachel is our campaign manager, and we have a team of 16 agents

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Having Unity handle our duty processing has ensured that our customer service team is available to help assist our customers on the phone. Our phone drop rate has decreased, and the amount of orders being processed has increased as a direct result

How effective was the workflow between your team and theirs?

We have a scheduled monthly check-in with our campaign manager, but if any pressing issues arise Unity management is quick to respond. The agents we work with daily are ab absolute delight in our company chatrooms and video meetings.

What did you find most impressive or unique about this company?

The talent they bring is unmatched.

Are there any areas for improvement or something they could have done differently?

n/a

BACKGROUND

Please describe your company and your position there.

I'm the product owner and business analyst for a media localization company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

Our company was quickly growing and we were making some major changes within our organization's structure. We needed to quickly set up a technical support team to assist our staff members so that our teams can focus on new business growth opportunities.

SOLUTION

How did you select this firm and what were the deciding factors?

We chose to work with this agency after considering many others because they were always quick to respond with any queries that we had and communicated solutions clearly.

Describe the project in detail and walk through their service package.

The agency worked as a part of our team to help recruit new members and train them. Day-to-day task involved providing email and chat support to troubleshoot technical issues that the staff members faced. Additional they helped to create knowledgebase that the teams are now using as a self-help tool.

How many resources from the vendor's team worked with you, and what were their positions?

The team consisted of 6 with account manager, agents, and administration.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

The support team now handles most of the support requests and our team is now able to focus mostly on their task and assist when much more complex issues are escalated by the agents.

How effective was the workflow between your team and theirs?

Most of our services are time-sensitive as we are involved in work with broadcasters and other on-demand media services. The support team's response time is quite exceptional and it allows us to fully support the processes that help meet these demands.

What did you find most impressive or unique about this company?

They're able to figure out a reasonable solution for any challenges that may arise and were quick to implement those solutions.

Are there any areas for improvement or something they could have done differently?

There were none.